Upgrade to remove ads
Only $35.99/year

Salesforce ADM 201 - Up through Spring '14 Release

Terms in this set (360)

How do you access your user profile in Chatter?
Click on your name on the Home Page or anywhere on a Chatter feed.

2.0 Getting Your Organization Ready for Users
How do you update your photo in Chatter?
Go to your profile, hover over your photo, and click on the "Add Photo" link. Once uploaded, select the part that will appear as the thumbnail on posts.

2.0 Getting Your Organization Ready for Users
Why would you want to update the "About Me" section of your profile? What should you include?
People can search your About Me section to see if you have the necessary skills to assist with a job. Include education, skills, experience, mission, and personal notes.

2.0 Getting Your Organization Ready for Users
If you want to modify your email notifications for Chatter, where do you go to do this?
1. Setup
2. Personal Setup section
3. My Chatter Settings
4. Chatter Email Settings

2.0 Getting Your Organization Ready for Users
What is a tab in Salesforce? What is an app and how are tabs and apps connected?
A tab represents a particular object and associated functions in Salesforce. Salesforce groups tabs together into Apps. Users can select which app they want to view from the Force.com App Menu. Administrators can control which tabs appear in which apps.

2.0 Getting Your Organization Ready for Users
What is an "object" in Salesforce terminology?
An object is a table of data containing records, similar to a spreadsheet. Each row contains information for a particular record, and each column contains information from a particular field, such as Account Name.

2.0 Getting Your Organization Ready for Users
Where can users view the details of an account record?
Details of a record can be viewed in an account detail layout page.

2.0 Getting Your Organization Ready for Users
List the standard 7 objects available in Salesforce.
1. Accounts
2. Contacts
3. Opportunities
4. Cases
5. Solutions
6. Campaigns
7. Leads

2.0 Getting Your Organization Ready for Users
How does Salesforce define an Account?
- An organization that you need to track, such as a customer
- Accounts have related Contacts, Opportunities, and Cases.

2.0 Getting Your Organization Ready for Users
How does Salesforce define a Contact?
- Individuals associated with an account.
- Contacts may have related Cases.

2.0 Getting Your Organization Ready for Users
How does Salesforce define an Opportunity?
- Potential sales associated with an account.
- Make up your pipeline and forecasts
- Associated with Contacts

2.0 Getting Your Organization Ready for Users
How does Salesforce define a Case?
- Describes customer feedback, problems, or questions
- Associated with Accounts & Contacts
- Used to resolve issues

2.0 Getting Your Organization Ready for Users
How does Salesforce define a Solution?
- Descriptions of customer issues and solutions
- Associated with Cases.

2.0 Getting Your Organization Ready for Users
How does Salesforce define a Campaign?
- Marketing projects you want to plan, manage, and track in Salesforce.
- Related Leads and Contacts appearing as campaign members
- Have related opportunities

2.0 Getting Your Organization Ready for Users
How does Salesforce define a Lead?
- Leads are individuals who may be interested in purchasing your products or services and represent potential opportunities
- Can be part of more than one opportunity
- Associated with Campaigns
- Converted into Accounts, Contacts, and Opportunities.

2.0 Getting Your Organization Ready for Users
Be default, which objects are related to the Account object?
Contact, Opportunity, and Case

2.0 Getting Your Organization Ready for Users
How is information from related objects displayed?
It is displayed in a "Related List". Short cuts to these related lists appear at the top of the page layout in the detail section for an object. Click a link or hover over it to view the detailed records for the related lists.

2.0 Getting Your Organization Ready for Users
Where can you find parent object information in a record detail in a related list? What is this called?
When you're looking at a related record, you will see its related parent record as a link in what is known as a "Lookup." This lookup will take you back to the parent record if you click on it.

2.0 Getting Your Organization Ready for Users
What sections are you able to view on your Home Page?
1. Chatter feed
2. Dashboards
3. My Tasks
4. Calendar

2.0 Getting Your Organization Ready for Users
The Sidebar is located on the Home Page and displays Recent Items. What is the max number of Recent Items you can view?
10

2.0 Getting Your Organization Ready for Users
List 6 standard Apps available from the Force.com menu?
1. Call Center
2. Marketing
3. Community
4. Salesforce Chatter
5. Content
6. Sales

2.0 Getting Your Organization Ready for Users
Where can the Sidebar appear?
Be default it appears on the Home Page. It can be configured to appear on any object.

2.0 Getting Your Organization Ready for Users
What is a "view?"
A view is a filtered list of records displaying only those records a user may need to see. Users and administrators may create new views for different scenarios.

2.0 Getting Your Organization Ready for Users
List two options for navigating to a specific record in a view.
1. Sort the column heading for a particular attribute
2. Use the alphabet bar above the records to find records starting with that letter

2.0 Getting Your Organization Ready for Users
What is a "Lookup field" in Salesforce terminology?
Lookup fields refer to parent object records for a record in a related list. Click on the link for a lookup field in a related list to navigate to the parent for that related list record.

2.0 Getting Your Organization Ready for Users
How can you customize the content displayed in the Help and Training portal?
Select your role in "My Settings" in the portal.

2.0 Getting Your Organization Ready for Users
What do gadgets do in the Help and Training portal? How can a user customize their Help and Training portal with gadgets?
Gadgets can be found below the search bar and give you quick access to specific resources. Each user can customize their Help & Training portal by adding, removing, or minimizing gadgets, or reorganize them by dragging and dropping them to different locations.

2.0 Getting Your Organization Ready for Users
What is the relationship between users, user profiles, and Global Settings?
- Users refer to specific people who use Salesforce
- User profiles govern what specific sets of users can view and update
- Global Settings affect all users, regardless of profile

2.0 Getting Your Organization Ready for Users
List the 5 parts of Global Settings
- Company Profile
- UI Settings
- Calendar settings
- Search Settings
- Chatter

2.0 Getting Your Organization Ready for Users
What is a "Company Profile" in Salesforce?
The Company Profile is a collection of information about a company which determines the behavior of the Salesforce org for all users, mostly captured at contractual signup

2.0 Getting Your Organization Ready for Users
List the 3 main categories of information available in the Company Profile
Company information
Financial information
Support information

2.0 Getting Your Organization Ready for Users
What are "Locale Settings" in Salesforce?
Locale settings determine the default display of data based on a company's geographical location

2.0 Getting Your Organization Ready for Users
What are the 3 default areas associated with Locale Settings?
1. Locale
2. Language
3. Time Zone

2.0 Getting Your Organization Ready for Users
In Locale Settings, what settings for Locale are available?
Locale determines how dates, times, numbers, and names are displayed.

2.0 Getting Your Organization Ready for Users
In Locale Settings, what types of settings are governed by Time Zone?
Time zone determines the time zone used for event start and end times and in Date/Time fields.

2.0 Getting Your Organization Ready for Users
If you change the Default Time Zone under Company Profile, how will this affect users?
This will not affect existing users, but it will become the default time zone for new users. Users inherit their Locale Settings based on the global settings like Default Time Zone in the Company Profile.

2.0 Getting Your Organization Ready for Users
Where can you find how many licenses are available in your Salesforce org?
Administration Setup > Company Information > User Licenses

2.0 Getting Your Organization Ready for Users
Which license type do users need to have assigned to them if they need full access to Salesforce?
Salesforce license - Chatter Free and Chatter External will not provide full access to the Salesforce org.

2.0 Getting Your Organization Ready for Users
What access does the Chatter Free license provide?
Chatter Free provides internal users without access to Salesforce access to Chatter only.

2.0 Getting Your Organization Ready for Users
What access does the Chatter External license provide?
Chatter External gives customers access to your internal Chatter feed.

2.0 Getting Your Organization Ready for Users
What are feature licenses? List 4 feature license types.
Feature licenses provide additional functionality to users. Examples include:

- Marketing User
- Apex Mobile User
- Salesforce CRM Content User
- Force.com Flow User

2.0 Getting Your Organization Ready for Users
Of what use is Fiscal Year in global settings? How will this affect users?
Fiscal Year determines start and end dates when users select a time frame in reports (e.g. Current FY, Previous FY, Current FQ, etc.)

2.0 Getting Your Organization Ready for Users
What fiscal calendar does Salesforce use by default?
Gregorian calendar

2.0 Getting Your Organization Ready for Users
How do you change the fiscal year in Salesforce? What other options can you modify related to fiscal year?
Just select the "Starting Month" in the "Change Fiscal Year Period" section under setup. You can also set whether the fiscal year is based on the ending month or the starting month.

For example, at Salesforce starting Feb 1, 2013, we were in FY 2014 because our FY close was Jan 31, 2014.

2.0 Getting Your Organization Ready for Users
What are some examples of non-standard (i.e. non-Gregorian) calendars?
- 13 month calendar

- 4-4-5 quarter (i.e. 4 weeks in month 1, 4 weeks in month 2, and 5 weeks in month 3)

2.0 Getting Your Organization Ready for Users
Salesforce orgs are single currency by default.
a. True
b. False
A - True. This means all currency values are displayed in the same currency.

2.0 Getting Your Organization Ready for Users
How do you enable multiple currencies in a Salesforce org?
Your name > Setup > Company Profile > Manage Currencies.

2.0 Getting Your Organization Ready for Users
Where do individual records, like opportunities, inherit their currency?
It is inherited from the currency of the user who created the record.

2.0 Getting Your Organization Ready for Users
In an opportunity record, what currencies will a user see?
The user will see the Record Currency. They will also see Personal Currency, if it is different from the record currency, in parentheses after the Record Currency.

2.0 Getting Your Organization Ready for Users
If you want to update currency rates for an org where multiple currencies is enabled, how do you do this?
Click on "Edit Rates" under the Manage Currencies section

2.0 Getting Your Organization Ready for Users
By default, each currency can have only one exchange rate. What will happen to previously closed-won opportunities if you change the exchange rate?
It will change the final closed Amount in each affected opportunity. This is bad because it can have a retroactive effect on sales and compensation.

2.0 Getting Your Organization Ready for Users
How can you enable currencies to have more than one exchange rate? Why would you want to do this?
Enable Advanced Currency Management in Setup. You would want to do this so that each currency can have historical exchange rates that do not change. This will prevent historical opportunity amounts from changing, which would have an adverse effect on sales and compensation. With the Advanced Currency Management, you can set a start date for new exchange rates.

2.0 Getting Your Organization Ready for Users
If an administrator changes the exchange rate after an opportunity has closed, will the Amount for that opportunity change based on the new exchange rate?

(assuming Advanced Currency Management has been enabled which allows for multiple exchange rates for a given currency)
No, it will not. As long as the opportunity closes before the new exchange rate is entered into the system, it will not be affected.

2.0 Getting Your Organization Ready for Users
List the 3 settings that affect the way a user interacts with the Sidebar
- Show Quick Create
- Enable Hover Details
- Enable Collapsible Sidebar

2.0 Getting Your Organization Ready for Users
What does Enable Enhanced Lists provide to users when selected in the List View Settings?
Enable Enhanced Lists enables users to toggle between a standard list and a Chatter View.

2.0 Getting Your Organization Ready for Users
When conducting a search on a page layout, how many records does Salesforce display by default? What's the lowest and highest values you can set for records displayed?
25, it can be set to as low as 5 or as high as 50

2.0 Getting Your Organization Ready for Users
When configuring search results for a page layout, how many filters can be displayed per object?
10

2.0 Getting Your Organization Ready for Users
When configuring search results for a page layout, how many fields (columns) can you display in the search results?
10

2.0 Getting Your Organization Ready for Users
When configuring search results for a page layout, is there a way to limit search results to items a user owns?
Yes, in Search Settings, there is a check box called "Enable 'Limit to Items I Own' Search Checkbox". By checking this box, an administrator can enable this feature.

2.0 Getting Your Organization Ready for Users
List some advantages of List Views over traditional searches
- Save list views for future use
- Filter on specific fields
- Specify which groups of users can access a list view
- Print list views
- Edit records in list view
- Follow records and view related Chatter posts.

2.0 Getting Your Organization Ready for Users
List the 4 steps required to create a List View.
1. Enter a view name
2. Specify filter criteria
3. Select fields to display (up to 10 columns)
4. Restrict visibility (me, all users, group of users)

2.0 Getting Your Organization Ready for Users
What is Chatter?
1. A Salesforce collaboration application that enables social networking within an organization

2. Helps employees connect with each other and with customers to share real-time information in a secure environment.

3. Chatter is secure and works in accordance with all of the security and permission settings in a Salesforce organization

2.0 Getting Your Organization Ready for Users
Chatter can be enabled for individual users

a. True
b. False
B - False. Chatter is a global setting that is enabled for an entire organization.

2.0 Getting Your Organization Ready for Users
What happens when Chatter is enabled in an organization?
- The Chatter App is added to the Force.com app menu
- The Chatter Tab is added to all standard apps
- The following objects are Chatter enabled: Account, Case, Chatter Group, Contact, Lead, Opportunity, and User.

2.0 Getting Your Organization Ready for Users
How long is history saved for Chatter?
72 hours of Chatter feed is maintained in history.

2.0 Getting Your Organization Ready for Users
Which users are able to create Chatter Groups?
Be default, all users can create Chatter Groups

2.0 Getting Your Organization Ready for Users
What types of Chatter groups can users create?
Public and Private

2.0 Getting Your Organization Ready for Users
A Chatter Group can have many owners and many managers.

a. True
b. False
B - False. A Chatter Group may have only ONE owner, but may have many managers.

2.0 Getting Your Organization Ready for Users
Which settings cannot be modified by individual users? (select all that apply)

a. Locale
b. User Interface
c. Language
d. Search Settings
e. Currency
B & C are global settings that cannot be modified by users. Locale, Language, and Currency are set in the Company Profile, but can be modified by users.

2.0 Getting Your Organization Ready for Users
A US sales rep is reporting that new opportunities she creates do not default to the US dollar currency, and she has to change them manually. What could an administrator do to help her?

a. Change the corporate currency in the Company Profile
b. Enable Advanced Currency Management
c. Change the personal currency on the user's record
d. Change the record currency for opportunities
C - Change the personal currency on the user's record

2.0 Getting Your Organization Ready for Users
Which of the following configuration options would help complaints of "many fields on records with users don't need to see all of the time"?

a. Disable Quick Create
b. Enable Enhanced Lists and Inline Editing
c. Enable Hover Details and Related Lists Hover links
d. Enable collapsible sections
e. Enable collapsible Sidebar
D - Enable collapsible sections

2.0 Getting Your Organization Ready for Users
Which of the following configuration options would help complaints of "not possible to mass edit records"?

a. Disable Quick Create
b. Enable Enhanced Lists and Inline Editing
c. Enable Hover Details and Related Lists Hover links
d. Enable collapsible sections
e. Enable collapsible Sidebar
B - Enable Enhanced Lists and Inline Editing

2.0 Getting Your Organization Ready for Users
Which of the following configuration options would help complaints of "too many incomplete records"?

a. Disable Quick Create
b. Enable Enhanced Lists and Inline Editing
c. Enable Hover Details and Related Lists Hover links
d. Enable collapsible sections
e. Enable collapsible Sidebar
A - Disable Quick Create

2.0 Getting Your Organization Ready for Users
Which of the following configuration options would help complaints of "too much navigation to see recent and related records"?

a. Disable Quick Create
b. Enable Enhanced Lists and Inline Editing
c. Enable Hover Details and Related Lists Hover links
d. Enable collapsible sections
e. Enable collapsible Sidebar
C - Enable Hover Details and Related Lists Hover links

2.0 Getting Your Organization Ready for Users
Which of the following configuration options would help complaints of "too much horizontal scrolling needed to see records and reports on laptops"?

a. Disable Quick Create
b. Enable Enhanced Lists and Inline Editing
c. Enable Hover Details and Related Lists Hover links
d. Enable collapsible sections
e. Enable collapsible Sidebar
E - Enable collapsible Sidebar

2.0 Getting Your Organization Ready for Users
Who has the permission to edit a Chatter profile?

a. An administrator
b. An individual user
c. A user's manager
d. Profiles are not editable
B - An individual user. Only an individual user can edit his or her own profile.

2.0 Getting Your Organization Ready for Users
What is a Profile in Salesforce?
A collection of settings and permissions that determines what users can see in the user interface, and what they can do

3.0 Setting Up and Managing Users
With regards to Profiles in Salesforce, what are Settings and Permissions?
Settings refer to what users see, such as apps, tabs, record types, page layouts, and fields

Permissions refer to what users do for each given object - create, read, edit, delete. Permissions also dictate other actions, such as ability to mass email, customize and app, run reports, or edit positions.

3.0 Setting Up and Managing Users
With regards to Profiles in Salesforce, what 4 areas can an administrator set for Permissions pertaining to records for an object?
Create, Read, Edit, Delete

3.0 Setting Up and Managing Users
All Salesforce editions have standard profiles. These profiles cannot be edited or deleted.
a. True
b. False
A - True. Administrators can clone the standard profiles to create custom profiles that can be edited.

3.0 Setting Up and Managing Users
List the 6 Standard Profiles available in Salesforce.
Administrator
Standard User
Solution Manager
Marketing User
Contract Manager
Read Only

3.0 Setting Up and Managing Users
List the three general types of profiles
- Standard profiles
- Chatter profiles (Chatter Free User, Chatter Moderator User, & Chatter External User)
- Custom profiles

3.0 Setting Up and Managing Users
In what Salesforce versions are Custom profiles available?
Enterprise, Developer, and Unlimited Edition.

3.0 Setting Up and Managing Users
In Tab Settings, the Tab Hidden option allows you to hide a tab. However, any users assigned to this profile can display it later, if required.
a. True
b. False
B - False. The user cannot display a tab after an administrator has selected the Tab Hidden option for that tab. An administrator would need to select the Default Off option if they wanted a tab to be hidden initially, but allow a user to display the tab later.

3.0 Setting Up and Managing Users
In Tab Settings, the Default Off option allows you to hide a tab by default. However, any users assigned to this profile can display it later, if desired.

a. True
b. False
A - True.
3.0 Setting Up and Managing Users
If you clone an existing profile and make changes to it, will those changes be reflected in the original profile? Can you save changes to the standard profiles?
No, and no.

3.0 Setting Up and Managing Users
Is the Enhanced User Interface turned on by default in a Salesforce Org?
No. It must be enabled by the administrator under Setup > Customize > User Interface.

3.0 Setting Up and Managing Users
What information is contained in the company profile?
The unique Org ID, the number and types of licenses available, default locale and language settings, corporate currency

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
What do a user's locale settings determine?
Date format, Number format (comma or period separators), name order

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
List the three levels where currency appears?
Corporate currency, User record, Opportunity record

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
Why might you choose not to use a standard fiscal year?
If your company's fiscal year does not follow the Gregorian calendar. For example, your company might have a 13-month fiscal year, 13-week fiscal quarters, or a fiscal year not starting on the first day of the month.

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
What are the main considerations when using custom fiscal years?
Once you enable custom fiscal years, you cannot disable it.
Forecasting cannot be used with custom fiscal years unless you have customizable forecasting enabled.
Enabling or defining custom fiscal years impacts your forecasts, reports, and quotas.


1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
What is the main benefit of tracking tasks, events, and email in Salesforce?
If tasks, events and emails are entered into Salesforce they can be reported on and analyzed. Do follow up phone calls result in more won opportunities? Is your sales team consistently scheduling demonstrations with clients? Are your large accounts getting follow-up meetings after they've purchased your products?

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
What are the benefits of creating a list view?
List views are saved for future use.
You can filter on specific fields.
You can print list views.
You can mass edit records in list views.
You can follow records in a list view and view related Chatter.

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
Can the Chatter defaults be changed? If yes, how?
Chatter is on by default in all new organizations, with several objects, and fields on those objects, enabled for feed tracking. These can be edited under Your name > Setup > Customize > Chatter.

1.0 Getting Your Org Ready - Section Review Questions from the Study Guide
What is a User in Salesforce?
Someone with login access to your Salesforce organization, who has a license and a user record containing personal, security, and locale information.
What can a user do who has a Chatter Free License?
Chatter Free users can access people, profiles, groups, and files and:

- Make posts
- View comments
- Upload and view files
- Join groups

3.0 Setting Up and Managing Users
What can a user do who has a Chatter External License?
The Chatter External license lets people outside the company, such as customers, into private groups in the Chatter community.
Chatter External users can:

- See the groups they belong to, and the profiles of members of those groups
- Share files common to groups they belong.

3.0 Setting Up and Managing Users
How can you create Chatter licenses?
There are two ways to create them:

1. Create a new user record and select Chatter Free or Chatter External from the License pick list.

2. He can enable Chatter settings:
- Coworker Invitation: For users to invite coworker as Chatter Free Users
- Custom Invitations: For inviting customers as Chatter External Users.

3.0 Setting Up and Managing Users
Chatter Free users have access to Salesforce data, such as accounts, contacts, opportunities and custom objects.

a. True
b. False
B - False

3.0 Setting Up and Managing Users
External Chatter users can only be invited to Private Chatter groups

a. True
b. False
A - True

3.0 Setting Up and Managing Users
Which actions can users with an External Chatter profile take?

a. Post to Profiles
b. Be invited to Private Chatter groups
c. See records or other Salesforce information, even in search results
d. View groups and profiles of the members of groups they belong to.
e. Follow members of groups they belong to or be followed.
f. Follow files.
B and D only.

3.0 Setting Up and Managing Users
Settings determine what users can see in the user interface. Which of the following settings can be modified by an Administrator? (Select all that apply)

a. Apps
b. Custom App
c. Tabs
d. Run Reports
e. Record Types
f. Mass Emails
g. Page Layouts
h. Create Leads
i. Fields
Apps (a), Tabs (c ), Record Types (e), Page Layouts (g), and Fields (i) can be updated by the Administrator.

3.0 Setting Up and Managing Users
What is the difference between settings and permissions on a profile? List some of them.
Settings determine what users can see in the user interface, for example, apps, tabs, record types, page layouts, and fields.
Permissions determine what users can do with the data they have access to, for example, customize app, run reports, mass email, create leads, edit opportunities.

3.0 Setting Up and Managing Users
What do object permissions control?
The kind of records (object) users can create, read, edit, or delete (CRED)

3.0 Setting Up and Managing Users
What information is contained in a user record?
Personal information, such as name and contact details
Security and access information, such as username, profile, role, and login history Locale information, such as time zone, locale, language, and currency

3.0 Setting Up and Managing Users
How could you quickly create multiple users?
By clicking the Add Multiple Users button under Manage Users in Setup

3.0 Setting Up and Managing Users
Does enabling Chatter Invitations require additional CRM licenses?
No, it uses no CRM licenses. However, each invitee that accepts the invitation to join Chatter is assigned one of the 5,000 Chatter Free licenses that come with each org.

3.0 Setting Up and Managing Users
One of your users receives an error message when they try to log in. Where could you look to troubleshoot the issue?
The Login History related list on the user record

3.0 Setting Up and Managing Users
What are 2 examples of setting Organization access to Salesforce?
- Login Access
- IP Restrictions
4.0 Security and Data Access
What level of access do object permissions set for users?
Object permissions determine the kinds of records users can view, create, edit or delete. It does NOT control access to individual records themselves

4.0 Security and Data Access
What are Permission Sets used for and when would you use them?
Permission Sets are used to grant additional permissions to specific users on top of their normal profile permissions. With permission sets, you don't need to modify a users profile.

4.0 Security and Data Access
How many Permission Sets can an administrator create in their Salesforce org?
1000

4.0 Security and Data Access
An administrator can assign only one additional Permission Set to a user.
a. True
b. False
B - False
4.0 Security and Data Access
What can an Administrator provide additional permissions to with Permission Sets?
App
Tab
User
Object
Field
Service Provider
Apex Class
Visual Force

4.0 Security and Data Access
If a Sales user needs to view the Amount field on the opportunity record, what Org, Object, Record, and Field access would the Sales User need to have?
- Login access to the organization
- At least Read-access to the opportunity object
- At least Read-access to the specific opportunity records he/she needs to see
- At least Read-access to the opportunity amount field.

4.0 Security and Data Access
Login hours apply to specific profiles.

a. True
b. False
A - True

4.0 Security and Data Access
CRED refers to permissions of Create, Read, Edit, and Delete that can be set at the field level.

a. True
b. False
B - False. CRED is set at the Object level, not the Field level as noted in the statement.

4.0 Security and Data Access
IP Restrictions and Login Access are examples of permissions set at what level of the Salesforce structure?

a. Organization
b. Object
c. Record
d. Field
A - Organization.

4.0 Security and Data Access
The Role Hierarchy can be used to open up data access to managers in a Private or Hybrid data sharing model in Salesforce, who may have been denied access by the organization wide defaults.

a. True
b. False
A - True

4.0 Security and Data Access
Role hierarchies allow users to access records that are viewable by individuals below them or at their same level. Additionally, they will have the same level of access to the records as those below them.

a. True
b. False
B - False. Only supports access to records for individuals BELOW them in the hierarchy, not at the same level.

4.0 Security and Data Access
Sharing rules grant additional record access to defined groups of users on a record-by-record basis.

a. True
b. False
B - False. Its on an object-by-object basis; not record-by-record.

4.0 Security and Data Access
What 3 parameters must an Administrator specify when creating a sharing rule?
- Which records to share? (owned by certain users, or meeting certain criteria)
- Who to share them with? (public groups, roles, roles & subordinates)
- What level of access? (read-only, read-write)

4.0 Security and Data Access
Which 2 sharing rules are available in Enterprise edition and Unlimited edition only?

a. Account
b. Contact
c. Opportunity
d. Case
e. Lead
f. Campaign
g. Custom
All sharing rule options "c" (Opportunity) through "g" (Custom) require Enterprise or Unlimited edition. Only Account "a" and Contact "b" sharing rules come with other editions.

4.0 Security and Data Access
You can use Contact Sharing rules in orgs where Territory Management and B2I (Person Account) is enabled

a. True
b. False
B - False

4.0 Security and Data Access
Which objects are supported for creating Criteria-based Sharing Rules? (select all that apply)

a. Account
b. Contact
c. Opportunity
d. Contract
e. Case
f. Leads
g. Assets
h. Custom
Accounts (a), Contact (b), Opportunity (c ), Case (e), and Custom (h).

NOT supported for Contract (d), Leads (f), or Assets (g).

4.0 Security and Data Access
What groups or individuals comprise Public Groups with regards to establishment of sharing rules in Salesforce?
a. Individual users
b. Other public groups
c. Roles and subordinates
d. Roles

4.0 Security and Data Access
How would you allow collaborative access to the accounts, contacts, contracts, opportunities, and cases of a US Sales Rep, and APAC Sales Rep, and an EMEA Sales Rep?

a. By creating three account sharing rules to share records between the Sales Reps

b. By creating a public group for the three Sales Reps, and one account sharing rule to share the public group's records with itself.

c. By changing organization-wide defaults for Accounts to Public Read/Write.
b. By creating a public group for the three Sales Reps, and one account sharing rule to share the public group's records with itself.

4.0 Security and Data Access (knowledge check question)
Users can be assigned more than one Role.

a. True
b. False
B - False. Users can only be assigned ONE roll. If you assign them to another role, they will no longer be assigned to their old role.

4.0 Security and Data Access
The same team role list is used in both account and sales teams.

a. True
b. False
A - True

4.0 Security and Data Access
Accounts teams are used for the following reasons: (Select all that apply)

a. Share roles with the sales team

b. Are used for collaborative account management

c. Are used for sharing and reporting purposes

d. Are used for splitting of account credit if needed
a, b, c ONLY. Account teams are not used for splitting of account credit.

4.0 Security and Data Access
The Administrator and members of the sales team can create default sales teams that will be assigned to newly created accounts.

a. True
b. False
A - True

4.0 Security and Data Access
An example of manual sharing includes adding a person to an account team or opportunity team.

a. True
b. False
B - False. Manual sharing is invoked when you click on the "Sharing" button at the top of a record.

4.0 Security and Data Access
What does OWD stand for?
Organization-Wide Default

4.0 Security and Data Access
List the 4 tools available to establish sharing rules in Salesforce. List them in order of granularity of sharing, with lowest level of granularity at the top and highest level of granularity at the bottom.
1. OWD (organization-wide defaults)
2. Role Hierarchy
3. Sharing Rules
4. Manual Sharing

OWD is the farthest reaching, but has a very low level of granularity. You can only set permissions at the object level. Sharing rules and Manual Sharing have the highest level of granularity, with Manual the highest because you can establish sharing rules at the user and record level.

4.0 Security and Data Access
Using the field-level security to hide a field from a user also hides the field from list views, search results, and reports

a. True
b. False
A - True

4.0 Security and Data Access
The organization-wide default is set to private. Phil Smith, the owner of the ABC Labs account, is a US Sales Rep reporting to the US Sales Director. The users in the US Sales Rep role can edit ALL opportunities associated with the accounts they own. Tim, an EMEA Sales Rep, owns an opportunity associated with the ABC Labs account. Identify the correct role access (Select all that apply)

a. Phil can VIEW but cannot EDIT Tim's ABC Labs opportunity

b. Time cannot VIEW or EDIT Phil's account

c. Phil can VIEW and EDIT Tim's ABC Labs opportunity

d. Tim can VIEW and EDIT Phil's account

e. Tim can VIEW but cannot EDIT Phil's account.
C and E. Tim cannot EDIT Phil's account, but he can view it. Phil owns the account, and therefore he can VIEW and EDIT all opportunities associated with the account.

4.0 Security and Data Access (knowledge check question)
How are the two "Shared With" portions of account rules different below?

Rule 1
Shared With: Role: Customer Support Rep

Rule 2
Shared With: Role & Subordinates: Customer Support Manager

a. Rule 1 does not give account access to Customer Support Manager

b. There is no difference

c. Rule 1 gives more access than Rule 2

d. Rule 2 gives access to more roles than rule 1
B - There is no difference. Both rules perform the same action, as any sharing rule granted to the Customer Support Rep role automatically rolls up to the Customer Support Manager role.

4.0 Security and Data Access (knowledge check question)
How can you restrict login access to an organization?
You can restrict access to an organization by specifying login hours or login IP ranges on user profiles

4.0 Security and Data Access (review questions at end of exercise section)
What do organization-wide defaults control?
The default level of access users have to records they do NOT own, in each object.

4.0 Security and Data Access (review questions at end of exercise section)
What does the role hierarchy control?
The role hierarchy lets you open up record access to users who may have been denied access by the organization-wide defaults. Users in higher roles inherit the special ownership privileges of all records owned by users in roles below them.

Additionally, the role hierarchy appears at the top of opportunity reports, allowing users to drill down to data at different levels of the hierarchy.

4.0 Security and Data Access (review questions at end of exercise section)
How does a Profile differ from a Role?
A Profile determines what users can do with records they have access to, for example, view or edit. A Role determines what individual records a user has access to.

4.0 Security and Data Access (review questions at end of exercise section)
Why are sharing rules used?
To grant additional record access to groups of users on an object-by-object basis, allowing you to create exceptions to the organization-wide defaults.

4.0 Security and Data Access (review questions at end of exercise section)
When would you choose to build a public group?
To simplify the creation of sharing rules when more than one sharing rule is required.

4.0 Security and Data Access (review questions at end of exercise section)
Who can manually share records?
The record owner, users above the record owner in the role hierarchy, and administrators can manually share records.

4.0 Security and Data Access (review questions at end of exercise section)
Where can you configure field-level security?
You can configure field-level security when you create a new custom field, when you edit an existing field in Setup, or by editing a Profile.

4.0 Security and Data Access (review questions at end of exercise section)
What can you modify on standard fields?
* Field-level security
* The field label
* Help text
* Picklist values

5.0 Customization Fields (review questions at end of exercise section)
What types of custom fields allow users to select a value?
Picklists and Lookups

5.0 Customization Fields (review questions at end of exercise section)
A checkbox can be a controlling field in a field dependency

a. True
b. False
A - True

5.0 Customization Fields (review questions at end of exercise section)
What happens when you delete a custom field?
The fields data is also deleted. Deleted fields and their data are stored for a maximum of 15 days, during which they can be undeleted or permanently erased.

5.0 Customization Fields (review questions at end of exercise section)
What does the page layout control?
The page layout controls the fields, sections, related lists, and buttons that appear when users view or edit a record.

5.0 Customization Fields (review questions at end of exercise section)
What is the difference between standard and custom validation?
Standard validation allows you to mark certain custom fields as universally required and/or unique.

Custom validation allows you to create validation rules, using your own business-specific criteria, to prevent users from saving invalid data in one or more fields.

5.0 Customization Fields (review questions at end of exercise section)
When you define a data validation rule, what else must you also define?
An error message.

5.0 Customization Fields (review questions at end of exercise section)
What are the characteristics of a standard field?
* Are predefined in Salesforce
* Cannot be deleted
* Can be removed from a page layout
* Can have limited customization

5.0 Customization Fields
What are some of the limitations of custom fields in Salesforce?
* You can create up to 25 long text area custom fields.

* Set the default value for a custom field.

5.0 Customization Fields
When modifying a custom field, it is possible to lose data. What are the two ways this can happen?
1. Changing the Data Type: For example, if you change the type from number to character, all data can be lost. List views, assignment, and escalation rules will be lost as well.

2. Deleting a Custom Field: If you delete a custom field, all data list lost. You can restore deleted fields by undeleting them up to 15 days after deletion. During this time, an administrator can also permanently delete the field.

5.0 Customization Fields
What are the 4 steps required to create a custom field?
1. Choose the Field Type
2. Enter the details: name, default value, label, description, and help text
3. Establish field-level security: which profiles do you want to allow to view/edit this new field?
4. Add to Page Layout

5.0 Customization Fields
List 3 characteristics of dependent picklists
1. They work in conjunction with controlling pick lists

2. They make data more accurate and consistent

3. The are indicated with an icon when viewing a record detail page in edit mode

5.0 Customization Fields
Controlling pick lists must be of a specific Field Type. What field types are permissible for controlling pick lists?
Controlling pick lists must be one of the following:
* Standard pick list
* Custom pick list
* Standard checkbox
* Custom checkbox

They CANNOT be Custom multi-select pick list

5.0 Customization Fields
Dependent pick lists must be of a specific Field Type. What field types are permissible for dependent pick lists?
Dependent pick lists must be one of the following field types:

* Custom pick list
* Custom multi-select pick list

5.0 Customization Fields
How do dependent pick lists differ from Lookup fields?
Lookup fields link two different objects together. A dependent pick lists links the options available for one field to the selected value in another field in the same object (not cross object).

5.0 Customization Fields
Lookup filters can limit records available in a lookup field. What can a lookup field reference to limit the returned records? (4 things)
* Other fields on the same record
* Fields on the records of the target object
* Fields on the records directly related to the target object
* FIelds on the user's record, profile, and role.

5.0 Customization Fields
In a lookup filter, if the filter type is "Required," a user can remove the filter or enter values that don't match.

a. True
b. False
B - False. A user can remove the filter or enter values that don't match only if the filter type is OPTIONAL.

5.0 Customization Fields
List the characteristics of custom formula fields.
* Can be used to build business-specific calculations
* Are read-only fields
* Are not visible on edit pages
* Are supported on standard and custom objects
* Can reference standard, custom, or other formula fields
* Cannot reference descriptions or custom long text area fields

5.0 Customization Fields
You can use cross-object formula fields to reference fields from parent objects. For example, you could reference "Region" and "Zone" fields from the Account object and include them on the Opportunity object.

a. True
b. False
A - True. Using the Insert Field browser on the Advanced Formulas tab, you can access up to 10 parent levels, including the owner fields of those parent's objects.

5.0 Customization Fields
What elements can an administrator control with Page Layouts?
* Controls the display of detail and edit pages
* Controls page section customizations
* Allows you to set field properties
* Can be unique for a specific business scenario
* Can be assigned to a specific profile

5.0 Customization Fields
Record types can be assigned to users through permission sets

a. True
b. False
A - True
Using the Page Layout, an administrator can define different sets of pick list values for standard and custom pick lists. You may also implement custom business processes by associating them to specific page layouts.

a. True
b. False
A - False. This is what you can do with Record Types, not Page Layouts. It's the "Using Page Layouts," part of the statement that is wrong. It should say, "Using Record Types."

5.0 Customization Fields
What preparation is required when creating a new Record Type?
Preparation:
* Create page layout(s)
* Ensure pick list values are complete

Step 1: Specify Details
* Name
* Description
* Assign to profiles

Step 2: Select Page Layout
* Select page layout for each profile

Step 3: Edit pick lists

5.0 Customization Fields
What is the difference between Page Layouts and Record Types?
Page Layouts allow you to control display of detail and edit pages, control page section customizations, set field properties, and can be assigned to a specific profile.

Record Types can define different sets of pick list values for standard and custom pick lists. You can also implement custom business processes by associating record types to specific page layouts.

Record Types are used to modify pick list values in Page Layouts you've already created. It also gives you a quick way to assign those Page Layouts to Profiles. Usually pick lists in a Record Type will contain only a subset of the total values available in the pick list field.

5.0 Customization Fields
What are the 4 steps to creating a business process?
1. Update master pick list
2. Create business process
3. Create record types and associate them with business processes
4. Add record types to profiles

5.0 Customization Fields
Which profile component would you use to make a field required?

a. Lookup field
b. Formula field
c. Related list
d. Page layout
D - Page Layout

5.0 Customization Fields
Which statements are true about business processes? (select all that apply)

a. A business process will be available to users only when it is associated with one or more record types and the record types are added to the user profile.

b. Each record type is associated with one or more business process.

c. For opportunity objects, record types are created before business processes.

d. Record types implement business processes through page layouts.

e. Record types help track sales life cycles across divisions, groups, or markets.
A & D. A business process will be available to users only when it is associated with one more record types and the record types are added to the user profiles (A). Also, record types implement business processes through page layouts (D).

5.0 Customization Fields
History tracking can be enabled for how many fields on a given object?

a. 10
b. 20
c. 30
d. 50
B - 20

5.0 Customization Fields
What are the two types of data validation?
* System validation: involves setting simple field properties to ensure valid data entry for required fields and unique fields.

* Custom Validation Rules: allow you to enforce more complex conditions, involving one or more fields, specific to your business processes

5.0 Customization Fields
Custom validation rules will be executed even if there are errors from system validations

a. True
b. False
B - False. Custom validation rules are only executed if there are NO ERRORS from system validations.

5.0 Customization Fields
When using System Data Validation to mark a field as required, which of the following will happen? (check all that apply)

a. Universally required on save
b. Auto-added to ALL page layouts
c. Stops duplicate values on save
d. Cannot be hidden
e. Existing duplicates cause errors
f. Editable on ALL profiles
g. Not for pick lists, text area (long)
All except C and E. The "required" system validation does not have any effect on duplicate values. Behavior pertaining to duplicates is controlled via the "unique" system validation control.


5.0 Customization Fields
Can Activities be customized?

a. Yes
b. No
A - Yes. Tasks and events can be customized just like any other object.

* Custom fields can be created for all activities
* Tasks and events can have validation rules, record types, and page layouts
* Edit standard pick lists or modify activity settings to enable task and event features such as recurring tasks, group tasks, and more in the Activity node.

5.0 Customization Fields
You must create at least one business process before you can create a Record Type for which of the following objects?

a. Accounts
b. Contacts
c. Opportunities
d. Cases
e. Assets
f. Leads
g. Products
h. Solutions
i. Contracts
All of the following objects require you to create a business process before you can create a record type for them.

c. Opportunities
d. Cases
f. Leads
h. Solutions

5.0 Customization Fields
What do business processes link to on an object? Why are business processes associated with some objects and not others?
Business processes only apply to Opportunities, Cases, Leads, and Solutions because these objects all have some equivalent of a "status" field associated to them that tracks the lifecycle of a record in that object.

Opportunity = Stage
Case = Status
Solution = Status
Lead = Lead Status

Other objects do not have a status field and therefore do not have a lifecycle associated with them in the same manner, so there is no need for a business process.

5.0 Customization Fields
What are some of the characteristics of Salesforce Import Wizards for importing data?
* Import wizards are online and easy to use
* Administrators can import accounts, contacts, leads, soutions, or custom objects for the org
* All Users can import their own accounts & contacts
* Data can be imported from any CSV file
* You can choose whether or not to trigger workflow with the import

6.0 Managing Data
What should an administrator do to prepare for importing a file of new data into Salesforce?
* Resolve any duplicate records
* Remove blanks and empty spaces
* Run spell check
* Rename column headers to match the field names in Salesforce
* Apply consistent standards for data formats
* Prepare and upload a test batch
* Turn off workflow rules before running any import, update or upset operation
* Do not perform updates to existing records during normal business hours

6.0 Managing Data
Validation rules do not apply to records that are imported via the Import Wizard

a. True
b. False
B - False. If a record fails data validation rules or if the record is missing required fields, the record will fail and will not be imported during the import process.

6.0 Managing Data
If the Salesforce ID of a record being imported is the same as the Salesforce ID of a record already in Salesforce, it will be treated as a duplicate.

a. True
b. False
A - True.

6.0 Managing Data
With regards to accounts in Salesforce, the terms "Salesforce ID," "Record ID," and "Account ID" all refer to different identifiers for an account.

a. True
b. False
B - False. All of these terms are synonymous in Salesforce.

6.0 Managing Data
List 3 ways to obtain the Salesforce record ID for a set of records.
1. The record URL: When you go to the record detail page in Salesforce, the record ID is included in the URL and you can copy it.

2. Report: You can run a report and include the record ID on the report

3. A data loader export file: Similar to running a report, you can export data from Salesforce using data loader and include the record ID on the exported file.

6.0 Managing Data
Which features will the Import Wizard support?

a. Import fewer than 50k records
b. Schedule imports
c. Load 50k - 5 MM records
d. Be alerted to duplicates
e. Update, upsert, export, or delete data
f. Load all objects
g. Save mappings for later use
h. Choose whether or not to trigger workflow
Import Wizard supports the following:

a. Import fewer than 50k records
d. Be alerted to duplicates
h. Choose whether or not to trigger workflow rules

6.0 Managing Data
Which features will the Data Loader support?

a. Import fewer than 50k records
b. Schedule imports
c. Load 50k - 5 MM records
d. Be alerted to duplicates
e. Update, upsert, export, or delete data
f. Load all objects
g. Save mappings for later use
h. Choose whether or not to trigger workflow
The Data Loader will support the following:

b. Schedule Imports
c. Load 50k - 5 MM records
e. Update, upsert, export, or delete data
f. Load all objects
g. Save mappings for later use

6.0 Managing Data
When deactivating an user, 3 things happen. List them.
1. Maintains the integrity of historical data

2. Prevents the user from accessing Salesforce

3. Frees up a user license

6.0 Managing Data
What does the Mass Transfer function under Data Management in Setup do?
It enables an administrator to easily transfer ownership of accounts, opportunities, cases to a new owner. It also allows the administrator to specify whether or not to transfer closed opportunities and cases, as well as specify subsections of records to transfer (e.g. by geography)

6.0 Managing Data
List the 3 back up options for backing up / archiving Salesforce data.
1 & 2. Reports & Data Loader: Export specific data to Excel; export manually or schedule a report / Data Loader export to run periodically in the future.

3. Weekly Data Export Service (Schedule Export button): Obtain a complete set of Salesforce data for archiving. This process is automated

6.0 Managing Data
What are the characteristics of the Data Export Service used to backup or archive Salesforce data?
* Automated way of receiving a zip file of CSVs of all of your Salesforce data.

* Is available within the application

* Emails you when the zip files are ready

6.0 Managing Data
What is an important thing to keep in mind when using the Data Export Service to backup or archive Salesforce data?
The zip files of CSVs of all of your Salesforce data are deleted after 48 hours after creation, regardless of whether they are downloaded or not.

6.0 Managing Data
Describe the characteristics of the Salesforce Recycle Bin.
* Deleted records are stored in the Recycle Bin a maximum of 15 days

* "My Recycle Bin" is available to all users

* "All Recycle Bin" is available only to users with the "Modify All Data" permission

6.0 Managing Data
Which of the following statements are true about importing data using the Import Wizard? (Select all that apply)

a. You can import accounts, contacts, leads, solutions, and custom objects using the Import Wizard

b. You can work with both records of data and metadata

c. Standard users can import tup to 50k accounts or contact records at a time

d. Standard users can import up to 500 account or contact records at a time
A & D. When you use the Import Wizard to import data, you can import accounts, contacts, leads, solutions, and custom objects. Also, standard users can import up to 500 account or contact records at a time.

6.0 Managing Data
Identify the statements that are true about the deactivation of a user. (Select all that apply)

a. All records associated to the user are deleted from Salesforce

b. The user can continue to access Salesforce with his credentials

c. The integrity of historical data is maintained

d. The user is prevented from accessing Salesforce

e. Deactivation frees up a Salesforce user license
C, D, E. Deactivating a user will never delete the work he/she has done on accounts and other records. It will only prevent logging in with his credentials and will free one user license in the organization.

6.0 Managing Data
How many days will the Recycle Bin hold deleted data?

a. 10
b. 5
c. 8
d. 15
D - 15. The Recycle Bin will hold data for 15 days before permanently deleting it.

6.0 Managing Data
How does Salesforce define the term Reports?
Reports are lists or summaries that allow you to aggregate and analyze your data in different ways.

7.0 Reports, Dashboards
What are the 2 types of reports? What are the characteristics of each?
Standard Reports:
* Built In
* Stored in standard folders
* Can be customized
* Saved as custom reports since they can't be overwritten (can't save changes to them)

Custom Reports
* Can be built from scratch
* Can be created by customizing standard reports
* Must be saved in a custom, personal, or unfiled folder

7.0 Reports, Dashboards
How can you control access to reports and dashboards?
* Access to reports & dashboards is controlled through folders on the Reports tab

* Access can be Read Only or Read/Write

* Folders can be accessible to all users, hidden from all users, or shared using public groups or roles

* Access to folders does NOT roll up in the role hierarchy

7.0 Reports, Dashboards
What's the value of enabling Enhanced Report & Dashboard folder sharing? What additional control does it offer users in controlling access to reports & dashboards?
* Gives users finer control over how they share their reports & dashboards

* Different groups of users can be given different access to the same folder

* Users can grant Viewer, Editor, and Manager permissions to folders they create

* Enabling enhanced folder sharing may change the existing access to reports & dashboards, depending on their user permissions

7.0 Reports, Dashboards
What are the characteristics of the Report Builder Upgrade?
* Grants all users access to the report builder
* Enables scatter charts
* Allows users to access the old report wizard in Accessibility Mode
* Needs to be enabled manually for existing organizations
* Can't be disabled after its turned on

7.0 Reports, Dashboards
What are the characteristics of Tabular Reports?
* A simple list of records
* Used for mailing lists and activity reports
* Do not summarize data or display sub-totals

7.0 Reports, Dashboards
What are the characteristics of a Summary Report?
* Similar to Tabular reports in terms of layout
* Can be sorted
* Can be used to summarize data and display sub-totals

7.0 Reports, Dashboards
What are the characteristics of Matrix Reports?
* Summarizes data in a grid against horizontal and vertical criteria (pivot table)

* Provides totals for both rows and columns

7.0 Reports, Dashboards
What functionality does the Grouping by Date Fields provide?
A user can select the "Group by Dates" option to determine how records are grouped.

For example a user may display all closed opportunities with a close date in the same Calendar Week, Calendar Month, or Calendar Quarter.

7.0 Reports, Dashboards
What are the characteristics of Report Filters and Filter Logic in Salesforce?
* Add up to 20 additional filters to a report

* Use the Add button or drag fields from the preview pain into the Filter pane

* Link multiple filtres using "and," "or," and "not" operators to create sophisticated conditions

* Offset priority conditions using parentheses and nested parentheses

7.0 Reports, Dashboards
How can literal date values in custom report filters help a user to customize a report? In what circumstances are literal date values useful in reporting?
Literal date values provide the ability to filter by criteria such as "yesterday," "last week," "tomorrow," or "next quarter."

For additional flexibility, users can use variables in literal date values for days, quarters, and years. Examples include "last n days," "last n quarters", or "next n weeks."

7.0 Reports, Dashboards
What are the characteristics of a Custom Summary Formula on a report?
* Up to five per report
* Cannot reference other summary formulas
* Can reference formula fields in the data
* Only display on summary rows, not on detail (record) rows

Search Help & Training for Building Custom Summary Formulas

7.0 Reports, Dashboards
List the 5 types of single grouping charts.
* Bar Charts
* Line Charts
* Pie/Donut Charts
* Funnel Charts
* Scatter Charts

7.0 Reports, Dashboards
What are the characteristics of a Bar Chart in Salesforce? When should you use horizontal vs. vertical groupings on a bar chart?
* Each bar represents data from a grouping.
* Use horizontal to compare many groups.
* Use vertical to compare fewer groups or when grouping by a date field.

7.0 Reports, Dashboards
What are the characteristics of a Line Chart in Salesforce? What is this chart type good at representing?
* Each point represents data from a grouping
* Use when grouping by a date field
* Great for displaying changes over time.

7.0 Reports, Dashboards
What are the characteristics of a Pie/Donut chart? What is this chart type good at representing?
* Each wedge represents data from a grouping
* Size of wedge is determined by summary field
* Use to compare shares of the grand total
* Use a donut chart to display the grand total

7.0 Reports, Dashboards
What are the characteristics of a Funnel Chart? What is this chart type good at representing?
* Each segment represents data from a grouping
* The size of segments is determined by by the summary field of each grouping
* Use funnel charts to compare the summarized values of groupings (e.g. display total amount of opportunities at each stage within a company)

7.0 Reports, Dashboards
What are the characteristics of a Scatter Chart? What is this chart type good at representing?
* Plot two summary fields against one another
* Visualize the correlation between values in a group (e.g. Opportunity amount vs. Win Rate)
* Enable the report builder upgrade to use scatter charts.

7.0 Reports, Dashboards
What are the 4 types of Multiple Grouping charts available in Salesforce?
* Side-by-Side Bar
* Stacked Bar
* Stacked to 100% Bar
* Grouped Line

7.0 Reports, Dashboards
What are the characteristics of the Side-by-Side Bar chart in Salesforce? What is this chart type good at representing?
* Use this type of a chart for multiple groupings when you're not necessarily interested in showing the total
* Each value is represented by a set of bars
* Difficult to show proportions vs a total with this chart type

7.0 Reports, Dashboards
What are the characteristics of the Stacked Bar chart in Salesforce? What is this chart type good at representing?
* Use this bar graph to display the proportions between values
* It displays a single bar for each primary value, with secondary values shown on the same bar.
* Don't use this chart if there is a big disparity between the values of the groupings (e.g. 50 vs. 1.5 MM)

7.0 Reports, Dashboards
What are the characteristics of the Stacked to 100% Bar chart in Salesforce? What is this chart type good at representing?
* Use this for proportions between values in each grouping where there may be a big disparity between the numbers in the groups (e.g. 50 vs. 1.5 MM).
* All bars are the same overall length.
* This is used primarily to study proportions between groups

7.0 Reports, Dashboards
What are the characteristics of the Grouped Line chart in Salesforce? What is this chart type good at representing?
* Use this chart to view multiple groupings ordered by one secondary grouping that represents an ordered set of data
* Each bar represents an ordered set of data
* Missing values are displayed as gaps.
* Its difficult to compare totals with this chart type.

7.0 Reports, Dashboards
By clicking the "Printable View" button on a report, a PDF version of the report is created which maintains all formatting, grouping, and sub-totals from the original report.

a. True
b. False
B - False. The Printable View button will create a version of the report in MS Excel, not a PDF version. Everything else about the statement is correct.

7.0 Reports, Dashboards
By clicking on the "Export Details" button on a report, a user has the option to save as a PDF, Excel, or CSV format for the report.

a. True
b. False
B - False. Only Excel and CSV formats are available for export, not PDF. Formatting, groupings, and sub-totals will be lost in both of these options.

7.0 Reports, Dashboards
The Printable View button and Export Details button available on reports can be accessed on the report, but are not available on the Report Builder. A user must first Run Report in order to access these buttons.

a. True
b. False
A - True

7.0 Reports, Dashboards
What 4 things must a user specify in order to schedule and email a report?
* Running user (must have access to the report)
* Frequency
* Start and end dates
* OPTIONAL - email recipients

Additionally, report scheduling must be done after the report is run. Report scheduling is not available in the Report Builder.

7.0 Reports, Dashboards
Once a scheduled report runs, what will email recipients receive? (Select all that apply)

a. An email with an Excel attachment containing the details of the report

b. A email with a CSV attachment containing the details of the report

c. An email with an HTML version of the report embedded in the email

d. A link to the actual report in Salesforce
C & D.

7.0 Reports, Dashboards
Visibility into List Pool Purchases, expiration dates, and usage are available to users of Data.com Prospector as of the Spring 2014 release.

a. True
b. False
A - True. Record additions limit the number of records users can download or export from Data.com. Data.com List Users share record additions from a pool. List pool purchases can be made at any time and are tracked SEPARATELY from a user's monthly record download limit. Individual monthly limits expire at the end of the month, whereas list pool purchases expire one year from the purchase date. Therefore, it is important to ensure users are utilizing their monthly limit downloads BEFORE they start using the list pool download credits.

Spring 14 Training - Data.com available from Salesforce University

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
Data.com List User license types are now tied to regular Data.com User license types.

a. True
b. False
A - True. This ensures a Data.com List Users monthly limit, which expires at the end of the month, doesnt go to waste. For example, lets assume a user with a Data.com List User license has a list pool of 500 records and a monthly download limit of 100. If this user downloads or exports 200 records, Data.com will debit the first 100 records (100-100=0 monthly download credits) from the user's monthly downloads FIRST before debiting from the remaining 100 from the list pool (500-100=300 remaining list pool downloads). This means the List Users monthly downloads that expire each month will not go to waste.

Spring 14 Training - Data.com available from Salesforce University

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
When using Data.com Prospector, what happens when a user selects more records to download than their record limit allows?

a. The download will create an error message and the user will not be able to download the records.

b. The user will be allowed to download the records and the customer will be automatically charged for the additional download. Additionally, the Salesforce administrator will be notified via email.

c. The user will be able to download up to their download limit with the option to include or exclude records already downloaded by their organization.
C.

Spring 14 Training - Data.com available from Salesforce University

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
In Data.com Clean, an administrator may select Job Bypass options. Which options are available for bypass?

a. Records where Data.com Clean Status = "Not Compared" may be skipped.

b. Records where Data.com Clean Status = "Skipped" may be skipped.

c. Triggers (APEX) may be bypassed

d. Workflow rules may be bypassed
B, C, and D. Note that "skipped" records are automatically bypassed during incremental Data.com Clean sync jobs.

Spring 14 Training - Data.com available from Salesforce University

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
During Data.com Clean jobs, it is not possible to overwrite values in a customer record that differ from the Data.com value.

a. True
b. False
B - False. It is possible to overwrite values in a customer record when the value in the customer record differs from the most current value in Data.com. For example, if a customer wants to automatically update the value for Annual Revenue when it is updated in Data.com, the administrator can set Data.com to overwrite the values in this field.

Spring 14 Training - Data.com available from Salesforce University

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
A user can update the DnB data associated to an account, even if the customer does not have licenses for Data.com Clean.

a. True
b. False
A - True. This applies to Data.com Premium Prospector customers who do not have Clean. Over time, the D&B data for accounts previously downloaded from Data.com Prospector could age and become out of date. As of this recent change, the D&B data associated with accounts downloaded from Data.com can be refreshed using the "Refresh" button contained on the Account layout page.

Spring 14 Training - Data.com available from Salesforce University

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
List the 3 report packages available for download from the AppExchange related to Data.com.
a. Data.com Prospector Reports
b. Data.com Premium Reports
c. Data.com Clean Reports

Note: Administrators need to uninstall the old Data.com Reports package and install these new packages according to what product they use.

Spring 14 Training - Data.com available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
What features do Salesforce orders in Sales Cloud provide?
Orders create an agreement between your company and a customer to provision services or deliver products with a known quantity, price, and time.

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
How does an administrator enable the Orders function in Sales Cloud?
For users with organizations created prior to the Spring 14 release, administrators will put a check in the "Enable Orders checkbox in Setup. Administrators may also enable Reduction Orders and Negative Quantity.

When they enable this functionality, they can check boxes for accounts and contracts to enable the viewing of the Orders related list object.

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
Which of the following statements is true about the use of Orders in Sales Cloud?

a. After an order is approved, the Account and Contract field cannot be modified.

b. Orders follow the sharing model of the Account & Contract.

c. The Activate Orders permission is required to change the status of an order from Draft, Activated

d. The Edit Activated Orders permission is required to de-activate an activated order.

e. Only orders where Status = Draft can be reduced.

f. Users can reduce multiple orders with one reduction entry.

g. Reduction orders must be removed from an order before you can deactivate an order.
A = FALSE. Once an order is CREATED, the account and contract records cannot be modified.

B = FALSE. Orders only follow the sharing model of the account.

C = TRUE

D = TRUE, however they do not need this permission to edit an order that is still in Draft status.

E = FALSE. Only orders that have been activated can be reduced

F = FALSE. Users can only reduce one order at a time. There is no bulk reduce feature to affect multiple orders.

G = TRUE

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
What do Collaborative Forecasts provide in Sales Cloud?
Collaborative Forecasts provide a realtime view of the forecast to help your sales team predict sales based on the opportunities your team has in their pipeline. The Spring '14 release enables a team to review different types of forecasts so that they can predict sales from multiple perspectives. Examples of different perspectives include Opportunity Revenue, Product Family Quantity, or Revenue Splits.

Spring '14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
Which types of forecasts are supported by Collaborative Forecast feature in Sales Cloud?
a. Opportunity Revenue
b. Opportunity Quantity
c. Product Family Revenue
d. Product Family Quantity
e. Revenue Splits

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
How many forecast types can an administrator enable within Salesforce in support of Collaborative Forecasts?
4

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
Collaborative Forecasts in Sales Cloud now support the "My Direct Reports" filter in Reports.

a. True
b. False
A - True.

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
Which of the following Sales Cloud features are supported in Outlook?

a. Create cases
b. Receive notification that a new version of Salesforce for Outlook is available
c. Administrators can track which version of Salesforce for Outlook each user is using
d. All of the above
D - All of the above

Spring 14 Training - Sales Cloud - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
How is the Data Import Wizard introduced in the Spring 14 edition different from the previous Data Import Wizard?

a. Same interface for all objects
b. No support for Custom objects
c. Specify routing & workflow rules
d. Drag & drop files into the wizard
e. Visual cues to identify unmapped field
f. Example values from import file to assist with field mapping
g. No restrictions on required fields
h. Review summary before import
i. Ability to import up to 100k records
All are true except for B, G, and I. The new Data Import Wizard supports importing of data for custom objects, same as the old Data Import Wizard (this pertains to B).

The wizard will provide an error message if data is not mapped to required fields. This was an issue in the previous Data Import Wizard where records would simply be dropped from the import without any notification to the user (this pertains to G). You will not be able to import the data until all required fields are filled.

The new Data Import wizard continues to support importing of up to 50K records at a time, not 100k.

Spring 14 Training - Force.com - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
Sales users can import their own personal accounts contacts, as well as leads they may have obtained at a trade show, using the new Data Import Wizard introduced in Spring 14 for Sales Cloud.

a. True
b. False
A - True.

Spring 14 Training - Force.com - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
What is a valid reason for delay of imported records into Salesforce using the Data Import Wizard?
The wizard uses bulk API calls, which means imports may not process immediately and might be subject to delay.

Spring 14 Training - Force.com - available from Salesforce University.

URL: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h3eSEAQ
A dashboard in Salesforce is a visual representation of key business information displaying data from custom source reports, and can be based on as many as ______ components.

a. 10
b. 20
c. 30
d. 40
B - 20

7.0 Reports, Dashboards
Data visibility related to dashboards is dependent on the user who is running and viewing the report, meaning that the data presented in the report is dynamic based on the user.

a. True
b. False
B - False. Each dashboard has a running user to determine what data is visible and is not necessarily related to the user who is running and viewing the report.

7.0 Reports, Dashboards
What features do tables offer in a Dashboard in Salesforce?
* Use tables when you want to display data in columns.
* You can also include groupings and summary totals in tables
* You may display more than 2 columns in a table

7.0 Reports, Dashboards
What features do charts offer in a Dashboard in Salesforce?
* Charts are good for comparing data graphically
* Is based on data from an underlying report
* Shows the field that the report is summarized on.

7.0 Reports, Dashboards
What features do gauges offer in a Dashboard in Salesforce?
* A gauge component is useful in showing progress towards a goal.
* A gauge displays a point on a defined spectrum drawn from the grand total of a report.
* Can be followed to get notification when a breakpoint is reached

7.0 Reports, Dashboards
What features to metric components offer in a Dashboard in Salesforce?
Metrics consist of a single summary value from the grand total of a report. Metrics support conditional highlighting and can be used to generate notifications as specific values.

7.0 Reports, Dashboards
What are Dashboard snapshots?
Dashboard snapshots are static displays of a dashboard that can be posted to a group feed for viewing. It is not possible to set permissions for viewing of snapshots; they do not follow dashboard viewing settings.

7.0 Reports, Dashboards
When creating a Dashboard, the creator must specify a user to run the Dashboard as. This means:

a. The visibility rules of the user viewing the report will define the data visible in the report

b. The visibility rules of the running user will define the data that is visible in the dashboard at summary and detail levels

c. The visibility rules of the running user will define the data that is visible in the dashboard, but if a user clicks on a component to see details, they will only see data they are permitted to see
C. The Running User defines the data that can be seen in the report. That means viewers will potentially see more summarized data than their role or profile allow, albeit it will be in summarized (not detail) form. If the user clicks on one of the components to view the detail level records, they will only be able to see data that they have permissions to view.

7.0 Reports, Dashboards
Dynamic Dashboards deliver data based on login credentials of the user viewing the report as opposed to the "running user"

a. True
b. False
A - False

7.0 Reports, Dashboards
You may add up to ____ filter options on a Dashboard

a. 10
b. 20
c. 30
d. 40
A - 10

7.0 Reports, Dashboards - Knowledge Check Questions
Access to a report is determined by the folder in which the report is stored.

a. True
b. False
A - True. Users can only run reports stored in folders to which they have access.

7.0 Reports, Dashboards - Knowledge Check Questions
What can be modified using Report Options at the top of a summary report? (Select all that apply)

a. Time frame
b. How the records are grouped
c. The columns displayed
d. The fields that are summarized
A & B.

7.0 Reports, Dashboards - Knowledge Check Questions
Which statement is NOT true for custom summary formulas?

a. You can have a maximum of 5 on a report
b. The formula can reference other summary formulas
c. The calculation only applies to summary rows, not detail rows
d. The formula can reference custom formula fields in the data
B

7.0 Reports, Dashboards - Knowledge Check Questions
Which tasks can an administrator perform?

a. Run a report on Monday, and then schedule the same report to run every Monday for the next 4 weeks

b. Schedule a report to run only once a week from today

c. Schedule a report to be emailed to a recipient who is not a user

d. Schedule a report to run approximately at 6:00 pm
A, B, and D. You cannot schedule a report to be emailed to a recipient who is not a user.

7.0 Reports, Dashboards - Knowledge Check Questions
Which type of reports can be used to create dashboards?

a. Standard
b. Custom
c. Standard Opportunity
d. Standard Account
B - Dashboards are created based on custom reports.

7.0 Reports, Dashboards - Knowledge Check Questions
If you add a chart component to a dashboard, you can choose between which of the following chart types?

a. Horizontal bar
b. Chronological timeline
c. Vertical column
d. Line
e. Pie
All except B. There's no such thing as a Chronological timeline in charts in Salesforce.

7.0 Reports, Dashboards - Knowledge Check Questions
What should a system administrator use to disable access to a custom application for a group of users?

a. Profiles
b. Sharing rules
c. Web tabs
d. Page layouts
A - Profiles

3.0 Setting Up and Managing Users (this question was taken from the Salesforce Certification site which provided sample questions) URL: http://certification.salesforce.com/administrators
What should a system administrator consider before importing a set of records into Salesforce? (Select all that apply)

a. The import file should include a record owner for each record.

b. Currency field values will default to the personal currency of the record owner.

c. Data should be de-duplicated in the import file prior to import.

d. Validation rules are not triggered when importing data using the import wizard.
A, C.

3.0 Setting Up and Managing Users (this question was taken from the Salesforce Certification site which provided sample questions) URL: http://certification.salesforce.com/administrators
Which tools are available to an administrator in Email Administration?

a. Create organization-wide email addresses

b. Set up CC email for compliance reason

c. Enable email to Salesforce that automatically logs incoming calls as activities on lead & contact records

d. Stop end users from downloading harmful attachments

e. Setup default footers for individual emails
A - True.
B - False. Setup BCC email, not CC email
C - False. It will log emails sent from third-party email accounts, not incoming calls
D - True
E - False. Default footers can be set up on individual AND mass emails.

8.0 Automation
Which of the following email templates are available in Salesforce?

a. Web-to-Lead
b. Web-to-Activity
c. Email-to-Activity
d. Assignment rules
e. Escalation rules
f. Auto-activity rules
g. Workflow
A, D, E, and G - The corrected list is as follows:

a. Web-to-Lead
b. Web-to-case (not activity)
c. Email-to-case (not activity)
d. Assignment rules
e. Escalation rules
f. Auto-response rules (not activity)
g. Workflow

8.0 Automation
What are the 4 types of email templates that can be created in Salesforce?

a. CSV
b. Text
c. HTML (using Letterhead)
d. Java
e. Custom (without Letterhead)
f. Force.com
g. Visualforce
B, C, E, & G

Text: Easiest to use because it does not contain HTML or large graphic files

HTML: Letterhead must be setup prior to selecting this option.

Visualforce: This is used when you require a high amount of customization.

8.0 Automation
How is access to email templates maintained? (Select all that apply)

a. Profile
b. Role
c. Folder in which they are contained
d. Custom permissions
C

8.0 Automation
What are the two ways to access Email template folders?
My Templates (Personal Setup): Users can view templates in folders they have access to, and create new ones in any Read/Write folder they have access to.

Email Templates (Administration Setup): Administrators can create and edit folders and templates

8.0 Automation
What types of things are defined in the email letterhead?

a. Logo
b. Message content -B
c. Page color
d. Text settings for emails
e. Subject -B
f. Merge Fields -B
g. Layouts (e.g. formal letter or promotion)
A - Logo
C - Page Color
D - Text settings for emails
G - Layouts

8.0 Automation
What types of things are defined in the email Body?

a. Logo
b. Message content -B
c. Page color
d. Text settings for emails
e. Subject -B
f. Merge Fields -B
g. Layouts (e.g. formal letter or promotion)
B - Message content
E - Subject
F - Merge Fields

8.0 Automation
When creating an email template, if the administrator leaves the Text Only Email Content empty, then a user will see a blank page if they are not able to process HTML

a. True
b. False
B - False. If the administrator leaves the Text Only Email Content empty, then Salesforce will read the HTML content and provide a Text Only version based on this content. It will never be blank.

8.0 Automation
Which two items below comprise Salesforce workflow? (Select 2)

a. Permissions
b. Rules
c. Processes
d. Updates
e. Actions
f. Definitions
B and E.

8.0 Automation
Workflow actions consist of which 4 items? (Select 4)

a. Action(s)
b. Field update(s)
c. Trigger(s)
d. Email Alert(s)
e. Task(s)
f. Evaluation Criteria
g. Automation rule(s)
h. Outbound Message(s)
i. Processes
Field updates (b), Email Alerts (d), Tasks (e), and Outbound Messages (h).


8.0 Automation
Which criteria does Salesforce allow an administrator to use when determining when the criteria will be evaluated for a workflow rule? (Select all that apply)

a. when the record is created
b. when the record is created and every time it's edited
c. when its created, and any time it's edited to subsequently meet criteria
d. all of the above
D

8.0 Automation
Rules created after saving records will trigger for records retroactively, meaning they will evaluate for records created before the workflow rule was created.

a. True
b. False
B - False. Rules create after saving records do NOT trigger for those records retroactively.

8.0 Automation
A workflow rule may trigger as many as _____ actions.

a. 20
b. 40
c. 60
d. 80
e. 100
D - 80

8.0 Automation
Workflow tasks can be assigned to which potential users? (Select all that apply)

a. a user
b. a record
c. a record owner
d. a record creator
e. a record modifier
f. opportunity team role
g. a contact
h. a lead
i. account team role
a. a user
c. a record owner
d. a record creator
f. opportunity team role
i. account team role

8.0 Automation
An administrator may assign workflow tasks to roles with multiple users.

a. True
b. False
A - True. While it is possible to assign rules to roles with multiple users, this is not considered a best practice. To assign rules to roles with multiple users, its best to create multiple tasks with one task per user. This can be done from a single workflow rule.

8.0 Automation
Workflow tasks are not tracked in activity history, and therefore cannot be reported on.

a. True
b. False
B - False

8.0 Automation
Similar to workflow tasks that automatically create multiple tasks when assigning tasks to roles with multiple users, when a workflow rule triggers an action to send an email to a role with multiple users, it will send an email to each user in the role.

a. True
b. False
B - False. Workflow tasks will not automatically create a unique task for each user in a role that contains multiple users. It can be configured to do so, but unlike Email Alerts where emails will automatically be sent to each user in the role, the administrator must specifically setup the rule to generate multiple tasks - one for each user - in a role with multiple users.

8.0 Automation
It is NOT possible to create email alerts on workflow rules related to Activities.

a. True
b. False
A - True

8.0 Automation
With field updates pertaining to workflow in Salesforce, it is possible to automatically change the value of a field immediately or at a given time. Additionally, depending on the type of field, it is possible to make the value blank or calculate a value based on a formula.

a. True
b. False
A - True

8.0 Automation
Workflow rules can trigger internal alerts, such as API/SOAP messages to other internal systems, such as from Salesforce to an Order Fulfillment system

a. True
b. False
A - True

8.0 Automation
A single SOAP message can include as many as _____ notifications (pertaining to Workflow).

a. 20
b. 40
c. 60
d. 80
e. 100
E - 100. Each notification in the SOAM message will be linked to a ID that uniquely identifies a Salesforce record and references that record's data.

8.0 Automation
A good way to track history is to use outbound workflow messages to create an audit trail. This will track all changes and can be used effectively instead of object history.

a. True
b. False
B - False. An administrator should never use outbound workflow messages to create an audit trail because the data may have changed due to an update that occurred after the message was sent, maybe delivered after a delay, if the end point is not available, or may not be delivered at all if the end point is not available after 24 hours.

8.0 Automation
Workflow actions can trigger immediately once a record is saved, or they can be time delayed. Time triggers can be defined in days, hours, and minutes, but not in seconds.

a. True
b. False
B - False. Salesforce only supports defining of time triggers in days and hours, but NOT in minutes and seconds.

8.0 Automation
An administrator may add as many as _____ time triggers to a single workflow action.

a. 5
b. 10
c. 15
d. 20
e. 25
B - 10

8.0 Automation
If a time-based workflow rule is triggered, its time-dependent actions are placed in a queue. For example, a time-based workflow action may trigger an outbound email to a customer 1 month prior to expiration of a subscription. This will sit in the queue until 1 month prior to expiration. If that customer renews the day before the 1-month reminder, Salesforce will still send the email.

a. True
b. False
A - True. The rule will remain in the queue because the criteria in the queue will be worded to send the email on a scheduled date; it is not related to actual value in the subscription renewal date. The original time-based rule created the scheduled email reminder date based subscription renewal date minus one month, but after that, the action in the queue is no longer tied to any update to the subscription renewal date. An administrator would need to delete the action in the queue manually.

8.0 Automation
What is Salesforce File Sync?
It's a cloud based file management system that allows users to easily sync files to their Salesforce Org. Salesforce Files makes file management, syncing, and sharing easier than ever! Salesforce Files creates a folder (named Salesforce Files) on your computer and an icon ( ) in your Windows system tray and Mac menu bar. When you save a file in your Salesforce Files folder, the file automatically syncs with Salesforce, Salesforce1, and any other computer that you install Salesforce Files on. You can access the file online, on mobile, and on all your computers—no email required!

Spring 14 Release Training - Chatter
Users can sync files with their Saleforce Org, but cannot share files with other users through this function.

a. True
b. False
False - users can share files with others and collaborate on files with others as well with Salesforce File Sync.


Spring 14 Release Training - Chatter
Salesforce File Sync works by providing a folder on a desktop computer. All files put into this folder will be automatically uploaded to Salesforce.

a. True
b. False
a. True.


Spring 14 Release Training - Chatter
How do you share files with others using Salesforce File Sync? Select all that apply:

a. Chatter
b. Facebook
c. Sync Notifier
d. Copy/paste link to send via email
A & D only.


Spring 14 Release Training - Chatter
People who are granted Collaborator access to a file via Salesforce File Sync are able to collaborate by adding comments to the Chatter field only. They cannot upload new versions.

a. True
b. False
b. False. Users who are granted Collaborator access to a file via Salesforce File Sync are able to upload new versions of the file.

Spring 14 Release Training - Chatter
When a file is added to the Salesforce File Sync folder, it will be uploaded to Salesforce and may be accessed via which of the following means?

a. Email
b. Desktop
c. Mobile Devices
d. Salesforce1 App
B, C, and D. You basically need to be able to access the Salesforce org where the files are stored. So on a mobile device, you're just accessing the file via Salesforce1, on the desktop its via the standard Salesforce URL and login. So saying Salesforce1 and mobile devices is basically redundant, but this is what they have in the training.


Spring 14 Release Training - Chatter
The Synced Filter in Salesforce File Sync is a filter that allows you to see only the files you've uploaded to your Salesforce org using Salesforce File Sync. This makes it easy to find files when you're accessing Files in Salesforce1 by filtering on just those files you have personally uploaded.

a. True
b. False
a. True


Spring 14 Release Training - Chatter
When uploading a file via Salesforce File Sync, you need to log on to your desktop version of Salesforce or Salesforce1, find the file, and then set sharing settings. By default, files are not shared with anyone when uploaded to your Salesforce org using Salesforce File Sync.

a. True
b. False
a. True. The file will initially sync using Salesforce File Sync and will be available across any media where you can access Salesforce. The default sharing settings are the same as if you just upload a file and don't do anything with the sharing settings - only you will be able to view and modify it. You must modify the sharing settings in order to grant others access to the file.


Spring 14 Release Training - Chatter
Which sharing options do you have when uploading a file to Salesforce using Salesforce File Sync?

a. People
b. Groups
c. Share via link
d. email the file
a, b, c, and d. Yes, you can do all 4.



Spring 14 Release Training - Chatter
If you modify a file that you have previously sync'd with Salesforce File Sync, you don't have to upload the new copy. The new version will automatically be synchronized and shared per previously set sharing permissions.

a. True
b. False
a. True



Spring 14 Release Training - Chatter
What is the purpose of the icon in your system tray or Mac menu bar pertaining to Salesforce File Sync?
The icon provides easy access to Salesforce Files directly from your system tray (Windows) ormenu bar (Mac). Right-click to work with your synced files. You can open your Salesforce Files folder, view your synced files on the Web, see your file storage usage, check the real-time sync
status of your files, edit your connection to Salesforce, offer feedback, and visit the help site. If an update is available, you can install the update too.

Spring 14 Release Training - Chatter
Where can you find your sync'd files in Salesforce File Sync?
Find your synced files in your Salesforce Files folder on your computer, in Salesforce on the Web,
and in Salesforce1 on mobile devices.

• On Windows, the Salesforce Files folder is located at C:\Users\User Name\Salesforce Files, where User Name is your Windows user name. On Mac, the Salesforce Files folder is located at /Users/User Name/Salesforce Files,
where User Name is your Mac user name.

• In Salesforce on the Web, click the Files tab, then click the Synced filter to access your synced
files.

• On mobile devices, in Salesforce1, tap the icon in your Windows icon tray or Mac menu, then tap Files to access your synced files.

Spring 14 Release Training - Chatter
How do you sync files using Salesforce File Sync?
When you add, remove, or modify (edit and save, or rename) a file in the Salesforce Files folder on your computer, Salesforce Files automatically syncs the file with Salesforce on the Web, Salesforce1 on your mobile devices, and all other computers you've installed Salesforce Files on.

Spring 14 Release Training - Chatter
When you sync files using Salesforce File Sync, are they private?
Your files in Salesforce Files are private by default. When you share a file, you can assign view-only or collaborator privileges. To manage who a file is shared with, visit the file's detail page in Chatter.

Spring 14 Release Training - Chatter
Is Salesforce File Sync secure?
Yes. Salesforce Files has the same level of security you've come to know and trust from salesforce.com and uses some of the most advanced technology for Internet security available today.

Spring 14 Release Training - Chatter
How much space does a user have for synchronizing files using Salesforce File Sync?
Storage in Salesforce Files is based on the number of user licenses that your company has. To purchase additional storage or user licenses, contact salesforce.com.

Users can sync up to a combined total of 2,000 files and folders but not more than 500 folders at once. For example, users can sync 1,700 files and 300 folders, or 2,000 files, but not 300 files and 1,700 folders.

Spring 14 Release Training - Chatter
What is the largest file you can synchronize using Salesforce File Sync?
The maximum file size you can upload is 500 MB using the installed desktop client, and 2 GB online, in Salesforce.


Spring 14 Release Training - Chatter
To enable Salesforce File Sync, the org system admin needs to enable the functionality by going into Chatter - Settings - File Sync - and put a check in the box that says Allow File Sync.
True


Spring 14 Release Training - Chatter
Once you activate Salesforce File Sync in the an org, it is available to all users and they may begin synchronizing files.

a. True
b. False
b. False. You have to take an additional step and turn on sync for selected users using Permission Sets or for all users on a profile.

Spring 14 Release Training - Chatter
You may enable Salesforce File Sync for all users who have a specific profile to opening the profile, edit, and then putting a check the box to Sync Files at the very bottom of the profile.

a. True
b. False
a. True


Spring 14 Release Training - Chatter
You may enable Salesforce File Sync for individual users by creating a Permission Set that allows a user to synchronize files, then assign the permission set to the individual user(s).

a. True
b. False
a. True

Spring 14 Release Training - Chatter
Once Salesforce File Sync is turned on, users will be notified via a system notification with links to training.

a. True
b. False
b. False. Please remember to provide training to your users. Salesforce has email templates and other training materials available to provide training on Salesforce File Sync.

Spring 14 Release Training - Chatter
What are the 3 most important things to remember about Salesforce File Sync?
* Sync important files to Salesforce
* Easily share files with others
* Collaborate on files

Spring 14 Release Training - Chatter
What are Topics For Objects per the Spring 14 release training?
Topics for objects allows a user to tag specific records with information that links them to related content, conversations, and knowledgeable people. Adding topics makes records easier to find.

Spring 14 Release Training - Chatter
When adding topics to objects, the system offers up to how many suggested topics?

a. 3
b. 4
c. 5
d. 8
c - 5.


Spring 14 Release Training - Chatter
A system administrator must enable Topics For Objects, even if their org was created prior to Spring 14 release.

a. True
b. False
b. False. Any orgs created prior to the Spring '14 release will have topics to objects automatically enabled.

Spring 14 Release Training - Chatter
Chatter is required in order to enable "topics to objects" available in the Spring 14 release.

a. True
b. False
b. False.


Spring 14 Release Training - Chatter
Spring 14 release introduces a new feature called Knowledgeable Experts. This feature is supported by designating individuals as experts in specific areas and then assigning experts by user profile.

a. True
b. False
b. False. Knowledgeable Experts are defined automatically in the system based on the following:

1. The number of @mentions a person receives in a specific topic
2. Likes received on their posts related to a specific topic
3. The number of endorsements a person receives. Users can endorse one another, but not themselves.

Spring 14 Release Training - Chatter
With regards to the knowledgeable experts feature available in Salesforce, what is the most heavily weighted item to determine whether a user is considered a knowledgeable expert for a given topic? Select all that apply:

a. Endorsement from a manager
b. Number of likes on posts related to the topic
c. Number of @mentions a person receives
d. Number of endorsements a user receives from their peers
e. B & C
d. Number of endorsements a user receives from their peers


Spring 14 Release Training - Chatter
Users who are designated to be knowledgeable experts per the Spring 14 release are viewed by everyone in the org. The designated knowledgeable expert cannot hide this designation within Salesforce.

a. True
b. False
b. False. Users who do not want to be designated as a knowledgeable expert may hide the designation if they want to.


Spring 14 Release Training - Chatter
Some of the ways Topics For Objects may be used include: (select all that apply)

a. A sales rep may use topics to organize contacts from a conference

b. Support agents can quickly find experts on a topic to quickly close a case

c. Account executives can use topics to find groups that share the same interest in the same products, and find contacts who share similar interests.
a, b, and c.


Spring 14 Release Training - Chatter
Chatter Group Announcements lets Group Managers and Owners post a persistent announcement in a Chatter group. The post will appear in the actual Chatter feed and float near the top of the feed.

a. True
b. False
b. False. The post will appear in a yellow box with red outline to the left of the Chatter feed.

Spring 14 Release Training - Chatter
Which types of users may use the Chatter Group Announcements feature to create and delete persistent announcements in a Chatter Group? Select all that apply.

a. People managers
b. Group Owners
c. VPs
d. Group Manager
e. Users with the "Modify All Data" permissions
b, d, and e.


Spring 14 Release Training - Chatter
Publisher actions must be enabled before Chatter Group Announcements feature may be used within a Salesforce org.

a. True
b. False
a. True


Spring 14 Release Training - Chatter
Users may not comment, like, or share Chatter Group Announcements since they consist of a persistent post on the left hand side of the Chatter feed.

a. True
b. False
b. False. While it is true that Chatter Group Announcements are persistent and reside on the left hand side of the Chatter group, they also exist as a post in the actual Chatter feed and users may comment, like, or share the original announcement by accessing the original post in the Chatter feed.

Spring 14 Release Training - Chatter
Where will Chatter Group Announcements appear when accessing Chatter via Salesforce1?

a. On the left hand side of the Chatter feed, just like the web version you'd access on the desktop or laptop computer

b. Tap on the publisher feature in Salesforce1 and tap on the Chatter Announcements icon to view a list of recent announcements

c. Chatter announcements will appear at the top of a Chatter feed.
c. Chatter announcements will appear at the top of a Chatter feed.


Spring 14 Release Training - Chatter
List the 7 enhancements to Communities provided in the Spring 14 release.
1. Members can flag files (as inappropriate)
2. Triggers can automatically flag files
3. Moderation actions are tracked in an audit trail
4. Communities are available in Salesforce1
5. Members can send each other private messages that cannot be tracked or searched in Chatter
6. Members can give, receive, and create badges
7. Members can be endorsed as knowledgeable.

Spring 14 Release Training - Chatter
What are Salesforce Orders?
Orders create an agreement between your company and a customer to provision services or deliver products with a known quantity, price, and time.

Spring 14 Release Training - Sales Cloud
Salesforce orders may be added to which of the following objects? Select all that apply.

a. Account
b. Asset
c. Opportunity
d. Contract
e. Files
f. Contact
g. Lead
a, d.


Spring 14 Release Training - Sales Cloud
Salesforce users may modify an Salesforce Order by simply changing the quantity on the original order.

a. True
b. False
b. False. Users must use the "Reduce Order" feature which essentially enters negative quantities to reduce the size of an order. This allows the system to track quantities involved in an order over time.

Spring 14 Release Training - Sales Cloud
All orgs have Salesforce Orders enabled automatically. A system administrator may disable this feature in Settings if so desired.

a. True
b. False
b. False. System administrators must enable this function in Settings. The system administrator must also enable viewing of Salesforce Orders in related lists to Accounts and Contracts so that they become visible on the page layouts.

Spring 14 Release Training - Sales Cloud
Once an order is associated with an account or contract, the account and contract record cannot be modified.

a. True
b. False
a. True


Spring 14 Release Training - Sales Cloud
Select an example of what the Activate Orders permission (as it relates to Salesforce Orders) would allow a user to do.

a. View an order you did not create
b. Change an order status from Draft to Activated
c. Reduce the size of an order
d. All of the above
b. Change an order status from "Draft" to "Activated"


Spring 14 Release Training - Sales Cloud
With regards to Salesforce Orders, an order can be increased or reduced regardless of the status (e.g. Draft, Activated, etc.)

a. True
b. False
b. False. Only activated orders may be reduced.

Spring 14 Release Training - Sales Cloud
Multiple price books may be associated with an order.

a. True
b. False
b. False. Only one price book may be associated with a single order.

Spring 14 Release Training - Sales Cloud
Once a price book has been associated with an order, the pricebook may not be changed or removed.

a. True
b. False
B - False. When price books were initially released in Spring 14, they could not be customized. As of the Summer 14 release, it is now possible to customize price books.


Summer 14 Release Training - Sales Cloud
How can an administrator customize reporting for users? (select 2)

a. Limit the number of reports a user can create
b. Hide report types from all users
c. Enable historical trending reports for campaigns
d. Remove footer information from exported reports
B & D.

exam

Spring 14 Release Training - Sales Cloud
How can Sales Knowledge be used in the Sales Console? (select 2)

a. A support agent can track the status of articles using the interaction log layout.

b. A sales rep can create an article from the Solutions related list on an opportunity

c. A support agent can create and article from the Knowledge widget without leaving the case

d. A sales rep can search for articles using the Knowledge footer while viewing and opportunity.
C & D.

exam

Spring 14 Release Training - Sales Cloud
How can Salesforce File Sync be used? (select 2)

a. Control which version of a file is visible to each user.
b. Sync files between Salesforce and your computer
c. Share files with users by profile and role
d. Collaborate on files with Chatter users and groups.
B & D

exam

Spring 14 Release Training - Sales Cloud
What is a capability of collaborative forecasts? (Select 2)

a. Filter forecast report data using the "My direct reports" filter.
b. Show forecasts by territory in the Forecasts tab.
c. View different types of forecasts in the Forecasts tab.
d. Filter forecast report data by period in a custom fiscal year.
A & C

exam

Spring 14 Release Training - Sales Cloud
What is a capability of the Data Import Wizard? (Select 2)

a. Example import values are displayed to help with field mapping
b. An import file can be dragged into the wizard for uploading
c. Field mappings can be saved and used in later imports
d. Records can be imported for all standard and custom objects.
A & C

exam

Spring 14 Release Training - Sales Cloud
How can an administrator control access to the Salesforce1 mobile application? (Select 2)

a. Assign the Mobile User a standard profile.
b. Enforce IP restrictions for mobile devices
c. Create and assign a mobile configuration
d. Define which users have login access.
C & D

exam

Spring 14 Release Training - Sales Cloud
Which Salesforce feature is used to create cases from the Salesforce side panel in Outlook?

a. Workflow actions
b. Global create actions
c. Email-to-case
d. Web-to-case
B

exam

Spring 14 Release Training - Sales Cloud
What option is available to a user when building a dashboard? (Select 2)

a. Display data from multiple reports in a single document
b. Display fractions as percentages in a table component
c. Add up to 50 components to a single dashboard
d. Group and name dashboard filter values.
B & D

exam

Spring 14 Release Training - Sales Cloud
What is a capability of Salesforce Orders? (Select 2)

a. Orders can be created directly from an account or contract.
b. Account and contact fields on an order can be modified
c. Reduction orders can be created to process product returns
d. An order can be associated with multiple price books.
A & C

exam

Spring 14 Release Training - Sales Cloud
What can users do on a topic detail page? (Select 2)

a. View people who are knowledgeable about the topic
b. Rank knowledgeable people by level of expertise on the topic
c. Endorse other people as knowledgeable about the topic
d. Endorse themselves as knowledgeable about the topic.
A & C

exam

Spring 14 Release Training - Sales Cloud
What is a capability of Case Feed? (Select 2)

a. Drag and drop attachments into emails
b. Continue a customer chat started through LiveAgent
c. Use @mentions to reference Chatter External users
d. Add inline images to emails from the publisher
A & D

exam

Spring 14 Release Training - Sales Cloud
How can Salesforce Console be used? (Select 2)

a. Support agents can split workspaces across multiple screens
b. Support agents can personalize which fields they see in the highlighted panel
c. Sales reps can access multiple component types in a single sidebar
d. External users can find articles using the Knowledge footer in the console
A & C

exam

Spring 14 Release Training - Sales Cloud
What can an administrator do using SalesforceA on a mobile device? (Select 3)

a. Create a new user
b. Reset a user's password
c. Assign a user to a custom profile
d. Assign a permission set to a user
e. Freeze a user
B, D, and E

exam

Spring 14 Release Training - Sales Cloud
Collaborative Forecasts can display 'overlay splits.' What is the purpose of this function?

a. Provide visibility to forecasts for sales representatives supporting multiple products.
b. Enable managers of sales representatives from other business units to view a forecast
c. Enable a manager to view forecasts from sales representatives who are not responsible for the opportunity.
d. Enable a manager to view credit splits of opportunities for all representatives who will receive credit for the deal on their team.
D


Spring 14 Release Training - Sales Cloud
Select all of the items an Outlook user can add to their Salesforce records from the Outlook side panel:

a. Opportunities
b. Emails
c. Attachments
d. Contacts
e. Events
f. Tasks
B, C, E, and F


Spring 14 Release Training - Sales Cloud
Outlook users can view the new side view panel from the Tasks window in Outlook. What does this allow Outlook users to do? (Select 2)

a. Add Outlook tasks multiple Salesforce Opportunities
b. Add Outlook tasks to multiple Salesforce Contacts
c. Add Outlook tasks to one other record that accepts tasks, such as an account or opportunity
d. Add Outlook tasks to multiple Salesforce Accounts
B & C



Spring 14 Release Training - Sales Cloud
Outlook users have the ability to select which attachments they want to add to their Salesforce records. Users can do this by clicking on the paperclip icon in the side view panel.

a. True
b. False
A - True. This capability must be first enabled by the Salesforce administrator. This is not available by default.


Spring 14 Release Training - Sales Cloud
Administrators can enable task notification in Salesforce under Activity Settings. What options do users have to utilize this functionality? (Select 2)

a. Users can toggle the ability to receive SMS notification when a task is updated
b. Users can elect to receive a Chatter notification in SF1 when a task is assigned
c. Users can elect to receive an email when a task is assigned to them
d. This function is a global setting
e. This function is a local setting
C & D


Spring 14 Release Training - Sales Cloud
The Salesforce Community Engagement Console gives an administrator the ability to monitor which of the following right in the community itself in the form of dashboards? (select 2)

a. Add/remove users
b. Manage the reputation system
c. Manage "health" of the community (i.e. level of interaction, unanswered questions, etc.)
d. Control permissions of Community administrators
B & C


Summer 14 Release Training - Communities
There are 5 basic pages an administrator can access in the Community Engagement Console. Select the 5 correct pages:

1. Overview
2. Customize
3. Activity
4. Groups
5. Create
6. Deployment Settings
7. Members
8. Jobs
9. System Alerts
10. User Licenses
1 - Overview
3 - Activity
4 - Groups
7 - Members
10 - User Licenses

None of the other options relate to the Community Engagement Console, but are actually part of the normal administration settings in Setup.

Summer 14 Release Training - Communities
You can use the Community Engagement Console to select which dashboards appear. The selections you make are applicable to all communities. You cannot select different dashboards for different communities.

a. True
b. False
TRUE

Summer 14 Release Training - Communities
Which of the following are valid reporting dashboard types available within the Community Engagement Console? (select 4)

1. Network Daily Login Metrics
2. Network Membership Daily Metrics
3. Network New User Metrics
4. Network Attrition Metrics
5. Network Activity Daily Metrics
6. Network Unique Contributor Daily Metrics
7. Network Resolution Metrics
8. Network Tenant Usage Entitlement Weekly Metrics
2 - Network Membership Daily Metrics
5 - Network Activity Daily Metrics
6 - Network Unique Contributor Daily Metrics
8 - Network Tenant Usage Entitlement Weekly Metrics

Summer 14 Release Training - Communities
Reputation Levels can be monitored within the Community Engagement Console. How to reputations work?

1. Users are assigned a level based on their level of contribution to the community
2. Users levels are based on metrics from the LinkedIn social media platform
3. Salesforce has gamified Communities enabling users to compete for special titles which equate to levels
1 - Users earn levels based their ongoing contribution to the community. Each interaction has a point value and as users interact, they earn points which support the various levels. Levels may be renamed by the administrator.

Summer 14 Release Training - Communities
An administrator of a Salesforce Community Engagement Console may enable users to login to Chatter without a password using the miscellaneous settings in Communities.

a. True
b. False
A - TRUE


Summer 14 Release Training - Sales Cloud
Price book object is customizable. You can add a picklist field called "Charge Model". This would enable users to view products by this new field.

a. True
b. False
A - TRUE

Summer 14 Release Training - Sales Cloud
Opportunity splits can will support splitting the value of an opportunity between 2 or more sales representatives based on which of the following? Select 1

1. Split criteria can be based on any fields available on the opportunity
2. Split criteria can be based only on standard fields associated with the Opportunity - no custom fields may be used.
3. Opportunity splits may not be customized, but can be configured to specify which territories or regions may be part of a split
4. Splits criteria can be based only on opportunity stage and type.
CORRECT ANSWER
1. Split criteria can be based on any fields available on the opportunity

Summer 14 Release Training - Sales Cloud
Fields related to opportunity splits in Sales Cloud can be created in the Customize section for Opportunities in the Setup section of Sales Cloud

a. True
b. False
B - FALSE

There is a special section under Customize - Opportunities called "Opportunity Splits" where you can create fields, validation rules, triggers, page layouts, and settings that are specific to opportunity splits only.

Summer 14 Release Training - Sales Cloud
With the ability to customize Opportunity Splits in Sales Cloud, it is possible to set up a split on a field other than Opportunity Amount or Revenue, such as a custom field called "Margin".

a. True
b. False
c. True, except for opportunities not based in the user's currency settings
A - TRUE

Summer 14 Release Training - Sales Cloud
Other sets by this creator